Transform customer engagement as the Director of Contact Center Solutions at Caylent. Harness your skills in functional analysis and program delivery to oversee AI-driven projects and optimize customer experiences.In this prominent role, you will lead a agile team while driving the execution of Amazon Connect migrations and contact center enhancements. Your experience in CCaaS technologies such as Avaya and Genesys will be crucial in designing functional requirements that align with strategic business needs. Collaborating closely with engineering and operations teams,



you will ensure successful implementation and delivery of innovative customer solutions.Key Responsibilities:Conduct functional requirement workshops with teamsDevelop BRDs and functional specs to guide implementationCollaborate with engineering on solution validationFacilitate customer UAT and defect resolution processesMentor a team of analysts to uphold higher standardsRequirements:Minimum 10 years in consulting or business analysisFamiliarity with CCaaS platforms like Amazon ConnectExperience managing extensive migration and transformation projectsKnowledge of AI applications in customer serviceStrong communication with C-suite and stakeholdersDrive meaningful change and enhance service offerings at Caylent.#J-18808-Ljbffr

📌 Director Of Contact Center Solutions At Caylent (Quebec City)
🏢 Socket.dev
📍 Quebec City